Key Responsibilities

• Client Onboarding and Training

o Facilitate the onboarding process for new clients, ensuring a smooth transition and understanding of our
services.
o Conduct training sessions to maximise client utilisation of our services.

• Client Relationship Management

o Act as the primary point of contact for clients, maintaining strong relationships and regular communication.
o Schedule and conduct regular check-ins and reviews to assess and improve client satisfaction.

• Proactive Client Engagement

o Develop and implement tailored plans and proactive engagement strategies to enhance client relationships.
o Monitor client activity to identify opportunities for value addition and pre-empt potential issues.

• Upsell and Cross-Sell Opportunities

o Identify potential upsell and cross-sell opportunities and pass these leads to the sales team for closing.
o Collaborate with the sales team to ensure a seamless transition and follow-up on identified opportunities.

• Retention Initiatives

o Implement proactive retention strategies to minimise client churn and reactive strategies to address client
issues promptly including contract renewal process
o Respond quickly and effectively to client concerns, ensuring high satisfaction and retention rates.

• Feedback and Continuous Improvement

o Gather and analyse client feedback to identify areas for service improvement.

• Reporting and Documentation

o Maintain accurate records of client interactions and activities in the CRM system.
o Provide regular reports on client satisfaction, retention rates, and upsell performance to management.
Relationships (Leadership, Interpersonal Skills & Impact of Role)

Key Data for Business Area / Role:
- Number of Employees within business area - 13
- Number of Direct Reports to role - 0
- Revenue of business area - €36.6m

• Domestic focus

Impact of the role on Brinks

• Retain and increase revenue
  

Qualifications

• Education: Bachelor's degree in business, Marketing, Communications, or a related field (Preferable)
• Experience: Minimum of 2 years in customer success (required) & account management (desirable)
  

Competencies

• Highly organised and detail oriented.
• Self-motivated and able to work independently and as part of a team.
• Client-focused with a passion for delivering exceptional service.
• Calm and assured in a fast-paced environment
• Ability to take ownership of a clients experience from start to finish
• Solution focused with an eye on upselling when appropriate
  

Business Success Factors

• Builds Organisation Capacity
• Developing people to meet both their career goals and the organisation goals. Builds the correct organizational structure

and identifies top talent to meet strategic goals.

• Compelling & Open Communicator
• Clearly and succinctly conveying information and ideas to individuals and groups: communication in a focused and

compelling way that captures and holds others' attention.

• Collaborates
• Building partnerships and working collaboratively with others to meet shared objectives; brings people together to

leverage their diverse skills talents and knowledge.

• Delivers Results
• Translating strategic priorities into operational reality; aligning communication accountabilities; resource capabilities,

internal processes and ongoing measurement systems to ensure that strategic priorities yield measurable sustainable
results.

• Demonstrates Mastery
• Has mastered the skills and knowledge required for the role.
• Encourages Excellence
• Motivates others to achieve excellence.
• Leads Change
• Driving organisational and cultural changes needed to achieve strategic objectives; adopting new approaches to improve

results by transforming organisational culture, systems and /or product/services; helping others overcome resistance to
change